Director, Digital Customer Success & External Partnerships

Sherwin-Williams; Cleveland (OH); Remote; USD 127,000 - 166,000; Full time

Job summary

A leading company is seeking a Director of Digital Customer Success and External Partnerships to drive customer success through digital strategies. This role focuses on managing partnerships and enhancing customer experiences, requiring strong leadership and analytical skills. The ideal candidate will have extensive experience in sales and marketing, especially in the paint industry. This position offers a competitive salary and can be remote.

Benefits

Health benefits

Career development support

Community involvement opportunities

Qualifications

• 8+ years in field sales, customer success, or marketing.
• Ability to thrive in a fast-paced environment.

Responsibilities

• Identify, negotiate, and manage strategic partnerships.
• Develop joint go-to-market strategies with partners.
• Oversee the team responsible for digital experience adoption.

Skills

Leadership

Communication

Sales

Negotiation

Analytical Skills

Education

Bachelor's Degree

Tools

AI-driven customer success tools

SaaS

API technology

Job description

Director, Digital Customer Success & External Partnerships

Join to apply for the Director, Digital Customer Success & External Partnerships role at Sherwin-Williams.

This range is provided by Sherwin-Williams. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$127,324.00/yr - $165,528.00/yr

Job Description

The Director of Digital Customer Success and External Partnerships is responsible for driving customer success through digital experience strategies with strategic external partnerships. Focused on the Global Architectural Business, this role will establish, optimize, and manage key alliances that incorporate company brands, products, colors, and capabilities into external customer experiences to drive revenue and business insights. This role will also manage the team responsible for driving adoption and customer success of Sherwin-Williams owned digital experiences and tools.

This position works closely with cross-functional partners and subject matter experts to achieve results by identifying opportunities and facilitating solutions in collaboration with E-Commerce, Data, Legal, Sales, Market Segment, and Data Analytics & Insights.

To be successful, the incumbent will 1) advocate for the D2C and B2B journey of various paint customer segments, 2) be data-driven and solution-oriented, and 3) have a strong passion for sales and customer success to develop and manage influential partner relationships.

Note: The role involves contact with employees and access to confidential information. A review of criminal history may be required to protect company interests and safety.

Responsibilities

• Identify, negotiate, and manage strategic partnerships aligned with company goals.
• Collaborate with digital product, technology, and data partners to enhance customer value and deliver business insights.
• Develop joint go-to-market strategies and playbooks with partners to drive customer success and growth.
• Develop customer advocacy initiatives and leverage feedback for continuous improvement of digital partnerships.
• Oversee the team responsible for digital experience adoption and customer success.
• Manage team and/or agency partners to execute partnership relationships.

Qualifications

Education: Bachelor's Degree or Equivalent Experience

Knowledge & Experience:
Required:

• 8+ years in field sales, customer success, or marketing.
• Excellent leadership, communication, sales, and negotiation skills.
• Ability to work cross-functionally and align teams.
• Strong analytical skills with a data-driven decision approach.
• Ability to thrive in a fast-paced environment and foster team spirit.

Preferred:

• Proven success in scaling customer success programs digitally.
• Experience in the paint industry, especially with professionals in the residential repaint segment.
• Exposure to SaaS, API technology, Retail Media Networks, data syndication, and digital product management.
• Experience with AI-driven customer success tools.

Travel Requirements

Approximately 30% travel expected.

Position Details

This can be a remote position.

About Us

Sherwin-Williams aims to inspire and improve the world through coloring and protecting what matters. We offer a range of benefits supporting your health, career development, and community involvement. Learn more at our benefits website.

We are an equal opportunity employer, considering all qualified candidates without discrimination. We also prioritize veterans and comply with applicable laws regarding employment practices.